Social Media Marketing

No doubt you have heard of Twitter. The social media platform has infiltrated mainstream media and grabbed the imagination of Politicians, Celebrities, Business Gurus and Corporations alike.

So what is Twitter?

Twitter is basically a micro-blog that is simple to understand and easy to use. You just type in or text your message within 140 characters and your followers are able to view that message either on the website feed or via their mobile devices or other apps that use the Twitter API.

You can direct tweets at other users or direct message them as long as you are both connected.

Twitter is well worth taking a look to promote your business at for several reasons. It can be a great networking tool that expands your contacts within your industry or marketplace.

Once you have a substantial following you can also drive instant quick traffic to your blog, website or any other link you want to send visitors to.

There are of course millions of ordinary business people also using Twitter to communicate and widen the exposure of their brand, whether this is a personal blog, or for products and services.

To get online at Twitter just go to http://www.twitter.com and create an account. Your username will be your permanent Twitter URL so think about this before you dive in.

It’s important to have a good one line bio which is found in settings. Think about the keywords you’d want people to find you with and include these in that bio. You’ll also be able to put your website or blog URL here too.

A photo is really important if you want to attract followers. People will want to know more about you and a photograph really helps, preferably the same one you use for other social media networks to kepp your brand consistent.

Next you’ll want to have designed background, again relating to your brand. You can Google Twitter backgrounds to find designers that will help you or have a go yourself with Photoshop or a similiar program.

By following people you like or in the same area of interest as you, you will start to attract followers back and slowly begin to build your network.

On Twitter, like many social networks, there is an art to how you behave and promote yourself. You should take part with other users and build those relationships for the long term, just like you would in real life.

Many people make the mistake of pumping out links to their products or services with little or interaction
with users and using Twitter as a broadcast system. You may get some results this way but by and large followers will not warm to you and you risk missing out on the much larger benefits such a long term client and customer relationships and repeat buyers.

To get a Free Video on Getting Started on Twitter Click Here. You also get a guide to other Tools and Apps that can really help your Twitter Marketing

Fat Face, a UK clothing brand freshly announced that it was going to run customer services via @fatfacedotcom on Twitter. Much of the coverage relating to customer services is based on US companies such as @comcastcares and @southwestair, so I thought I would look at companies in the UK, which are doing customer services via Twitter. Although these companies may have been later to start then their US counterparts, they are are doing well and may have outshone those social media commentators’ US favourites.

So who are they?

BT

BT is the biggest fixed line telecommunications company in the UK  and has the largest number of customers supported via @btcare out of all of the examples. This has been a successful implementation by Graeme Stoker, who was responsible for researching and developing this support channel. As with all of the examples used in this lineup; BT is being both reactive and proactive in their assault.

easyJet

Whilst at easyJet, a European low fares airline carrying around 50 million customers annually, I started @easyJetcare and it was one of the first companies in the UK to offer customer services via Twitter. @easyJetcare was used with success during the severe snow of wintertime 09/10 and shows that social media can play a part in crisis management.

Carphone Warehouse

Another organisation inside the telecommunications sector is @cpwcares set up by Guy Stephens who now moderates a group called Where Social Media Meets Customer Service on Linkedin.com. Although somewhat smaller then the previous two examples, it still does great work in engaging customers. As Carphone Warehouse is part owned by Best Buy, a large US electrical retailer, it will be interesting to see what elements of the successful social media strategy Best Buy will bring to the table.

Virgin Trains

@virgintrains was started by Rich Baker following a move to a new role as Head of Customer Services of Virgin Trains (a UK rail company). Rich thought it would be a great way to engage with customers and this is how the programme snowballed. It still continues to support and offer advice to customers who use its rail network.

Not renowned for customer services

It is interesting that some of the pioneers in the UK are not always renowned for their levels of customer services but they all are pretty dominant within their respective market. Even more interesting is the fact that all four of the examples where set up by one individual within each company, who saw the potential in the use of  social media to support customers.

What can we learn from these companies?

Whether your company is renowned for great customer services or not, there is no escaping from the fact that all businesses have a need to engage with customers via whatever channel the customer wants; this could be via Facebook, Twitter or even a customer forum. In a recent post on the Gartner blog; Twitter Jitters in Customer Service, Michael Maoz questioned 250 customer service executives, he found only 15% had a Twitter strategy for customer services and this proves companies still have a long way to go before grasping new technology.

What is happening in your country?

Do you know any other companies outside of the US who are doing well with their use of Twitter to offer customer support, may be in France, Germany or Spain? Goto www.customerfuturology.com to post comments.

Social Media Customer Services